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Workplace communication skills: customer care and front of house hospitality (ESOL level 1-level 2)
Time: 10:00 - 13:00
Location: Keeley Street
You need to do a pre-course assessment. Contact universal.skills@citylit.ac.uk / 020 8078 0489 for a face-to-face assessment or click the Start Assessment button on this page. Log on with your email address (not name).
This course is FREE if a) you are on a Low Wage or b) you are either on Jobseekers' Allowance (JSA) or Employment & Support Allowance(ESA) or c) you want to get a job or progress into a better job and you receive other state benefits (including Universal Credit). For more information click here
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- Course Code: ESCC01
- Dates: 15/04/24 - 10/06/24
- Time: 10:00 - 13:00
- Taught: Mon, Daytime
- Duration: 7 sessions (over 9 weeks)
- Location: Keeley Street
Course Code: ESCC01
Duration: 7 sessions (over 9 weeks)
Please note: We offer a wide variety of financial support to make courses affordable. Just visit our online Help Center for more information on a range of topics including fees, online learning and FAQs.
What is the course about?
This course will help you feel more confident when dealing with the public e.g. in a shop, café or at reception. You will practise greeting customers using the right level of formality and politeness, understanding what they want and responding to their requests. You will learn the language for offering suggestion, giving advice and making recommendations including speaking directly and indirectly You will work on describing and recommending products and places, and dealing with complaints both faced to face and on the phone in a polite manner. You will also work on how to speak to managers and other colleagues.
What will we cover?
• dealing with customers in a shop, café, reception or hotel face to face or over the phone in a manner which is polite but friendly
• understanding what members of the public want and responding to their requests in a constructive manner
• offering suggestions, recommendations and advice politely with the right level of formality
• describing and recommending products and places
• dealing with complaints and difficult customers face to face and on the phone
• communicating with your line manager and colleagues in meetings and one-to-ones.
What will I achieve?
By the end of this course you should be able to...
• deal with customers in a shop, café, reception or hotel face to face or over the phone in a manner which is polite but friendly
• understand what members of the public want and respond to their requests in a constructive manner
• offer suggestions, recommendations and advice politely with the right level of formality
• describe and recommend products and places
• deal with complaints and difficult customers face to face and on the phone
• communicate with your line manager and colleagues in meetings and one-to-ones.
What level is the course and do I need any particular skills?
This is level 1-level 2 course (B2-C1). It is ideal for those who are working or would like to work with the public.
How will I be taught, and will there be any work outside the class?
You will learn in a supportive and welcoming environment. It will be a dynamic and interactive course with lots of practice. You will work in pairs, groups and as whole class. The tutor will also work with you individually. There will be a lot of emphasis on communication. You will do role play and ACT ESOL where you act out and rehearse situations you have been involved in in at work so you can learn how to respond to them, improve your vocabulary, learn more grammar, and work on your pronunciation and fluency. You will need to do some homework every week and use Google Classroom outside the class.
Are there any other costs? Is there anything I need to bring?
You will need a pen, some lined A4 paper and a file to keep your work in. Your tutor will provide handouts and a code for Google classroom so you can communicate with classmates and access materials, videos etc. online.
When I've finished, what course can I do next?
There are many courses you can do before, at the same time or after this course. These include:
• ESOL pronunciation: stage 1 (level 1-2)
• Business English communication skills: from negotiating to report writing to presentations (level 2)
• Business English communication skills: communicating, managing, selling (level 2)
• English dialogue: speaking, listening, pronunciation, performance (level 1-2)
• Business English communication skills: finding the right word in business (advanced)
• ESOL: communication skills for work and life - formal, informal, polite, challenging conversation and writing (level 1-2)
ESOL: communication skills for work and life - letters, emails, meetings, presentations and reports (level 1-2)
You can also do classes in the maths and digital skills areas. These include:
• Maths for life and work (level 1)
• Maths for business: the essential skills to run a company and make a profit (level 1-2)
• Maths for business with Excel: the essential skills to run a company and make a profit (level 1-2)
• Business administration with digital skill: how to be an administrator (foundation)
• Business administration: how to be a PA (foundation)
• Business administration with digital skills: how to be organised, efficient and customer-focused using Outlook and OneNote (intermediate)
Business administration: how to organise and manage with OneNote, MS Outlook and OneDrive (intermediate)
For more information, talk with your tutor or contact universal.skills@citylit.ac.uk / 020 4582 0423.